At least you got it resolved over the phone.
When I went from NTL dial up to BB I had the username and pin posted to me before the engineer came round to connect me. Installation was ok but i think i had to call Tech Support once or twice to check things out.
Re your customer: hopefully they are happy with the instal and the speed of BB.
Also, whos to say that this couldnt happen with any other BB supplier?????